TR Ricks Inc

From: [redacted] Sent: Wednesday, April 27, 2016 5:20 PM To: Stephanie Sudduth Cc: Joshua Hicks Subject: ID- [redacted]   Hello Stephanie,    I was informed by manager (Josh), that he had spoken with you regarding a complaint by a...

customer. After reading the complaint I do remember the customer, with that being said let me start off By introducing my self. My name is Richard and I work for "CONNECT WIRLESS", an authorized retailer for AT&T. I have been with the company for almost 3 years and have managed my own stores with in the company and have been managing for about 10 years now. Now regarding the complaint, the customer called in and I answered the phone saying " thanks for calling your local AT&T AUTHORIZED RETAILER how can I help you"? Instantly after that the customer proceeded to say that she just got off the phone with customer care for over an hour and continued to belittle them, after that she said she hopes we will be able to help her and I replied " I do apologize for that and I will try my absolute best".  The issues she was have was with some kind home business phone and Bluetooth issues. She was not very detailed and I tried my best understand her since we do not deal with and business home phones or home phones at all for that matter. The reason we do not deal with the matter is because we are a retail store not a service/repair center. I asked the customer if she can bring her devices in store so I can take a look at it for her but she than got irate and was upset because I was unable to help her over the phone since it is a physical issue with devices that we do not sell or ever use. So she asked for my name and I said it is "RICH", which I had no problem with. She also asked to speak with the manager and I informed her that it was his day off and I am the manager in charge and she got upset and hung up.  I am the current Assistant manager for the store and have great customer service and to see this is very disappointing, also in her statement she also say that she had hung up with multiple representatives before calling me. Which shows she is not allowing anyone to help her because there is no way every representative was unwilling to help her. The customer blatantly says her self that she hung up on people multiple time, which is very unprofessional and now sends in a complaint. Also a big part of the issue is also she also states that customer care informed her that the retail store is the only that can help her , but the terminology given is incorrect. What customer care actual had informed her is that the " device support center" are the only ones that can help her. With be said, our store address is 7400 e Hamden avenue suite C-7, we also had a AT&T DEVICE SUPPORT CENTER in the same shopping center which was 4 doors down and the address was 7400e Hamden avenue suite A-7. Almost the identical address, but the DEVICE SUPPORT CENTER moved there location to 6755 S Cornerstar Way Suite C, Aurora, CO 80016 about 5 months ago. I have every information you will need to reflect the location move above in the attachment. So all in all the customer called the wrong AT&T location. We are a RETIAL STORE not a SERVICE CENTER, so I am certain that this is why the customer was not able to get the answers she wanted. If there are any questions you may have please feel free to reach back to me. Thanks. RICHARD SALINAS ASM | [redacted] Connect Wireless Phone: 303-221-2313 [email protected]